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Cisco WebEx Telephony (TSP) Connection is Down

Possible Cause: The telephony connection is lost because the time difference between the Cisco Unified MeetingPlace and Cisco WebEx is greater than three minutes.

Solution: Make sure that you configure the Cisco Unified MeetingPlace Application Server to use Network Time Protocol (NTP). You typically configure NTP during the installation of Cisco Unified MeetingPlace. You can also use the net command to configure NTP on the Application Server.

If you install the Cisco WebEx Node for MCS, then the Application Server is automatically configured to use the Cisco WebEx Node as the NTP server, and the Cisco WebEx Node time is automatically synchronized with the Cisco WebEx site.

Solution: As a temporary workaround, you can use the date command to manually set the time of the Cisco Unified MeetingPlace Application Server to match the Cisco WebEx authentication server time.

Possible Cause: The Cisco WebEx certificate expired, or a new certificate was created but not yet uploaded.

Users Cannot Dial Out From Cisco WebEx Web Meetings-No Line Available

Possible Cause: The Guest Profile in Cisco Unified MeetingPlace is configured to restrict dial-out calls. Dial-out privileges from the Cisco WebEx site are determined by the Cisco Unified MeetingPlace guest profile, not by individual user profiles.

Possible Cause: The phone number entered may not be in a format that is recognized by your call-control system.

Solution: Make sure that the phone number entered uses the same format that you would use to call the phone number from an office phone. For example, if you only need to dial the last four digits to reach other office phones, enter only four digits for an office phone. Similarly, if you enter your personal cell phone number, the you might need to include a 9 and the complete phone number with area code.

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Users Cannot Dial Out From Cisco WebEx Web Meeting-There Was an Error Attempting to Communicate with the Telephony Bridge

Problem: Users cannot dial out from Cisco WebEx web meetings. When they try to do so, this message appears: "There was an error attempting to communicate with the telephony bridge." Instructions for dialing in to the voice meeting also appear.

Possible Cause: The telephony connection was lost because the time difference between the Cisco Unified MeetingPlace Application Server and the Cisco WebEx authentication server was greater than three minutes; this causes authentication to fail between Cisco Unified MeetingPlace and Cisco WebEx.

Solution: Make sure that you configure the Cisco Unified MeetingPlace Application Server to use Network Time Protocol (NTP). You typically configure NTP during the installation of Cisco Unified MeetingPlace. You can also use the net command to configure NTP on the Application Server.

If you install the Cisco WebEx Node for MCS, then the Application Server is automatically configured to use the Cisco WebEx Node as the NTP server, and the Cisco WebEx Node time is automatically synchronized with the Cisco WebEx site.

Solution: As a temporary workaround, you can use the date command to manually set the time of the Cisco Unified MeetingPlace Application Server to match the Cisco WebEx authentication server time.

Solution: As a temporary workaround, users can follow the displayed instructions to dial in to the meeting, but note that the web meeting room does not associate the audio events of dial-in users with the web meeting participant names.

Possible Cause: Your Cisco WebEx site is not configured to support dial-out calls.

Solution: Contact your Cisco WebEx administrator to make sure that these settings are enabled for your Cisco WebEx site:

Call-in teleconferencing

Call-back teleconferencing

Global call-back teleconferencing

Other teleconference service

If your deployment requires users to schedule from Cisco Unified MeetingPlace, ask your Cisco WebEx Super Admin to set the site to call in only, then to restart the Web Server after changing the site setting.

Possible Cause: (For deployments that include the Cisco WebEx Node for MCS) The Application Server Link is not configured properly on the Cisco WebEx Node, or you updated the Application Server Link but did not restart the link or meeting services on the Cisco WebEx Node.

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Duplicate Entries Appear in the Cisco WebEx Participant List

Problem: The Cisco WebEx meeting participant list displays duplicate entries instead of a single entry to represent both the audio and web presence for a user.

Solution: Have the user join the audio meeting by initiating the dial-out call using one of these methods:

When prompted upon joining the web meeting.

From the web meeting room, select Audio > Join Teleconference.

Otherwise, the following limitations apply:

Dial-in calls are not associated with web meeting participant names.

(Cisco Unified MeetingPlace scheduling only) Cisco WebEx treats all audio meeting participants as guest users, including the meeting host. Therefore, when the system dials out to users for the following reasons, then any users who are already in the web meeting will see a duplicate entry in the participant list, instead of a single entry which represents both the audio and web presence for the user.

The host joins a continuous meeting that is set up to call all invitees when the first person joins.

The host presses #3 to dial out to other users.

User Cannot Schedule or Join Cisco WebEx Web Meetings

Note: This topic applies only to deployments in which users schedule meetings from Cisco Unified MeetingPlace.

Problem: A user cannot schedule meetings or cannot join meetings. Various misleading error messages may appear, including the following:

Example error messages that may appear while trying to schedule meetings:

Error: The email address is invalid

Error:[12445] Error creating new User

Example error messages that may appear while trying to join meetings:

The XML page cannot be displayed

Only one top level element is allowed in an XML document

Possible Cause: The User ID contains one or more special characters, which are not supported, such as such as !@#$%^&().

Solution: Remove any special characters from the User ID. Make sure that you notify the user of the new User ID.

User name-Enter the new value of the Alias field in the Cisco Unity Connection user account.

Cisco Unified MeetingPlace profile number-Enter the value that you wrote down in Step 4.

Email-Enter the value that you wrote down in Step 4.

Sign in to the Cisco Unified MeetingPlace Administration Center.

Edit the following fields in the existing Cisco Unified MeetingPlace user profile to match what you entered in the new Cisco WebEx user profile.

User ID

Profile number

Email address

(Cisco WebEx site is provisioned for Directory Integration) Create the user profile by updating the following fields in the existing Cisco Unified Communications Manager user profile:

User ID (UserId)

Telephone Number (PhoneNumber)-by default, this is used as the Cisco Unified MeetingPlace profile number. You may, however, have configured a different method of assigning profile numbers to Directory Service users.

Mail ID (EmailAddress)

The Cisco Unified MeetingPlace Directory Service feature will import the user profile changes into Cisco Unified MeetingPlace, and when the user next signs in to Cisco WebEx or launches a Cisco WebEx meeting, the Cisco WebEx directory integration will import the updated Cisco Unified MeetingPlace user profile to Cisco WebEx as a new user profile.

User Cannot Sign In or Join Cisco WebEx Web Meetings

Problem: A user cannot sign in to the Cisco WebEx site or join Cisco WebEx web meetings.

Possible Cause: (Cisco WebEx scheduling only) The user profile uses the same email address as that of a deactivated Cisco WebEx user. This can occur if an employee leaves and then rejoins the organization, or if an old unused email address is reused by a new employee.

Email addresses must be unique on the Cisco WebEx site, even among deactivated users. When the user attempts to sign in or join a Cisco WebEx meeting, the email address is considered to be in use.

Solution: Manually activate and update the Cisco WebEx user profile, making sure that it contains the same User ID and Email address from the corresponding Cisco Unified MeetingPlace user profile. Then have the user schedule and join a Cisco WebEx meeting, which will cause all the other user profile settings to synchronize automatically.

Chat, Participant List, or Other Features Do Not Appear in the Cisco WebEx Web Meeting Room

Problem: Users do not see the chat, participant list, or other features in the Cisco WebEx web meeting room.

Possible Cause: The session type being used does not enable the features as expected by the user. Users may get confused if they are allowed to use multiple session types which have significantly different features enabled, because the meeting rooms may seem to intermittently exclude certain features.

Solution: Set the web meeting room features to appear as your users would expect or want them to appear. To avoid confusing your users, we recommend that you keep the meeting room features as consistent as possible across session types.

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A Few Users Are Dropped From a Cisco WebEx Meeting

Problem: A few users were dropped from the Cisco WebEx meeting, but others maintained their connection.

Solution: Ask those users who lost their connection to either wait while Cisco WebEx tries to automatically reconnect them or to close their meeting room window and rejoin the web conference. If the problem persists, complete the following checks:

(Cisco Unified MeetingPlace scheduling) If the participant was using a remote access service, like Shiva, to connect to the company LAN, determine if an inactivity timeout disconnected them from the Cisco Unified MeetingPlace Web Server. To avoid the inactivity timeout, users should periodically issue keyboard or mouse button commands; mouse movements are not registered as activity.

If accessing through a Virtual Private Network (VPN), make sure the security policy is deactivated.

How to Resolve System Administrator Sign-In Problems

System Administrator Cannot Sign In to Cisco WebEx Site Administration

Problem: A Cisco Unified MeetingPlace system administrator cannot sign in to the Cisco WebEx Site Administration.

For example, if the system administrator signs in to the Cisco Unified MeetingPlace Administration Center and selects one of the Cisco WebEx Site Administration URL links, a "user account update failed" or a "user privilege update failed" error might appear.

Possible Cause: The Type of user field in the Cisco Unified MeetingPlace user profile was previously set to End user. After signing in to Cisco WebEx as an end user, the Type of user field was changed to System administrator.

Solution: An existing Cisco WebEx site administrator must sign in to the Cisco WebEx Site Administration and manually change the Account Type of the user to "site administrator."

Error Message: SSO Error -1

Error Message: SSO Error -1

Explanation: This message indicates that there is a problem with the Cisco Unified MeetingPlace administrator profile on the Cisco WebEx site. Several settings on this Cisco WebEx profile need to exactly match those in the preconfigured Admin Profile on Cisco Unified MeetingPlace.

Common mistakes:

The email address of the Cisco Unified MeetingPlace administrator profile is not unique among all email addresses in Cisco WebEx user profiles (including deactivated users). An email address conflict may occur when a system administrator enters an email address for the admin profile, but that system administrator also has a separate user profile which uses the same email address. This can easily occur when Cisco Unified MeetingPlace user profiles are created via Directory Service, because the email addresses come from Cisco Unified Communications Manager.

Someone modified the User ID or the Profile number of the Admin Profile on Cisco Unified MeetingPlace, so that they no longer match those in the Cisco Unified MeetingPlace administrator profile on the Cisco WebEx site.

Recommended Action: Make sure that the Cisco Unified MeetingPlace administrator profile is correctly set up on the Cisco WebEx site.

We recommend that you use a unique email alias for the Email address of the Cisco Unified MeetingPlace Admin Profile.

How to Resolve Recording Problems for Cisco WebEx Web Meetings

No Audio in Cisco WebEx Recordings

Problem: Recording playback does not play back any audio from the meeting. Users only hear the MeetingPlace prompts that were played during the meeting. The system is configured for MeetingPlace-scheduling.

Solution: When configuring the Cisco WebEx audio recorder, make sure that you set the Profile PIN to be at least six digits. Setting the Profile PIN to less than six digits may result in the system failing to record the audio component of the meeting.

Recordings for External Cisco WebEx Meetings Do Not Work

Possible Cause: The PIN used by Cisco WebEx to log in to Cisco Unified MeetingPlace meetings for the purpose of recording the meeting has expired. PINs for all Cisco Unified MeetingPlace user accounts expire after 6 months. There is no way to change a user account (even an automated user like "recorder") to not have a PIN that expires.

Solution: Reset the PIN after it expires by completing the following procedure:

A User Cannot Start Recording an External Cisco WebEx Meeting

Problem: Cannot start the Cisco WebEx recorder.

Possible Cause: There is no recorded name for the preconfigured "recorder" user profile, or the recorder profile is otherwise not configured properly. If this is the case, then Cisco WebEx Network-Based Recording (NBR) cannot join the audio meeting. Users would see an error in the recording panel about a minute after trying to start recording.

Solution: Make sure that the recorder user profile has a recorded name and is configured properly.

Solution: Contact Cisco TAC for further assistance. The Cisco WebEx site hosting the meeting might not be configured to enable recording.

WebEx Recorder Setup: Cisco WebEx User is Asked Where to Record Meeting

Problem: When a user tries to start recording a meeting, the WebEx Recorder Setup window displays "Where do you want to record this meeting?"

Solution: Network-Based Recording is not the default recorder. When you select Record Meeting from the Cisco WebEx meeting room, make sure that you select Use network-based recording service and check Set as default setting.

Cisco WebEx Meeting Recordings Contain Music and Voice Prompts

Solution: This is expected behavior. Cisco WebEx Network-Based Recording (NBR) does not discriminate what audio it records. Waiting room music will be recorded if Cisco WebEx NBR is the first to join a Cisco Unified MeetingPlace voice meeting or joins before the organizer does.

Cannot Find Cisco WebEx Meeting Recordings

Problem: Cannot find the recorded meeting files.

Solution: (For meetings scheduled from Cisco Unified MeetingPlace) The synchronized audio and web (.arf) files typically become available for download later than the unsynchronized recording files. Wait an hour or so and then check for the .arf recording files.